Senior Analyst - Reporting & Analysis

Provides analytical support and reporting to the call center planning and collections teams. Works with stakeholders to gather requirements, perform scoping and deliver projects to standardize and enhance reports / models. Provides leadership in both the frontend / backend creation of reporting and ultimately automation. Excels in data structure with the ability to produce long term reporting along with ad-hoc.

• Responsible for providing complex data analysis and reporting using various data visualization tools (e.g., SQL, Excel, Power BI, SSRS, etc.); Serves as a Project Manager on various reporting initiatives and provides reporting to senior leadership for strategic decision making
• Identifies trends and uses a data-based approach to recommend opportunities for efficiencies; supports business improvements that reduce expenditures and increase profitability
• Provides data for formulating and implementing strategic plans and roadmaps; Works with senior leaders in the deliverance of models
• Provides analysis for contact centers and company-wide initiatives (e.g., Right-Party Contact rates, cash generation, schedule adherence and efficiency); Partners with leadership to develop best in class reporting
• Assists with analytics, metrics and reporting to develop strategic and operational insights for dialer operations, workforce planning and performance improvement at the direction of senior leaders
• Forecasts performance at the direction of senior leaders by creating performance and accountability reports and monitors efficiency. Assists in determining where opportunities exist at the direction of senior leadership
• Serves as the subject matter expert for frontend / backend report creation and automation and assists in the deployment of new software and technology.
• Analyzes report usage and performance. Develops methods to improve low usage and poor performance.
• Presents and trains employees on new reports (from collector to senior leader)

• Bachelor’s in Computer Science, Business Management, Information Technology or related field or equivalent; Master’s degree preferred
• Experience in call center dialer operations and collections preferred
• Knowledge of contact center operations, systems, business processes, performance metrics and modeling techniques
• Advanced SQL / Power BI and Microsoft Excel experience required
• Python experience recommended
• Excellent data analysis skills; Experience using multiple analytical tools and methodologies
• Advanced Microsoft Office skills including Excel and PowerPoint; Ability to perform large scale data analysis and work with large quantities of detailed information with a high level of accuracy
• Excellent written and verbal communication skills; Ability to engage with senior stakeholders and at multiple levels
• Ability to organize and prioritize multiple projects/tasks simultaneously while meeting multiple deadlines.